Re: Faulty goods TOC

"T N Nurse" <tnnurse99NOUCE@xxxxxxxxxxx> wrote in message
news:Xns96B7CA19D7899meprivacycom@xxxxxxxxxxxxxx
> "icarusi" <icarusi00@xxxxxxxxxxx> wrote in
> news:43022e25$0$1215$ed2619ec@xxxxxxxxxxxxxxxxxxxxxxxxxx:
>
> > What would you understand and expect with regard to this item:- "we
> > will arrange for the collection and replacement of faulty goods", in
> > GAK's TOC re faulty goods within 28 days of delivery?
>
> They'll arrange it, but may not pay for it. A bit sneaky though.
>

Unless otherwise stated by the supplier, the generally accepted rule is
"return the item carriage paid". If they arrange the pickup, then they
accept liability for the cost.

A supplier cannot accertain that a 'true' fault does actually exist until
the goods are returned to him for inspection/testing. In the case that a
fault is not present in the item returned (more often the case sadly), then
the supplier can be left with the pick-up *and* the return costs when he is
not really at fault. Usually the cost of collecting an item from a customer
is up to three times as much as sending it out in the first place. So, the
"return pre-paid" is not so un-reasonable.

This policy can of course vary from supplier to supplier, depending on the
margins he makes on said item, or he may choose to bare those costs as a
matter of goodwill. But because one supplier does bare the costs, it is not
reasonable to expect every supplier to do so. For ourselves, we refund the
cost of the carriage once the item is confirmed to be truly faulty, plus a
small gift for the customer's inconvenience.

Accountants will stress that controlling overhead costs is paramount to
running a successful business. So, if you choose always the lowest possible
price, then you may not get a very good after sales service. Service costs
dearly.

Frankly, the bottom line is to ask for written a statement on what a
particular supplier's returns policy is - before you buy!

--
Stewart
www.Award-Session.com



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